Study on Perceived Service Quality of Medical Examination Based on Servperf Scale / 中国医院管理

ABSTRACT

Objective To evaluate the service quality of medical examination by Servperf scale.Methods Combined with the Servperf scale adaptation,patients were surveyed.Results (1) The level of medical examination service qualtiy is low,and the overall score rate is 66.53％.(2) There are five evluation demensions in medical examination service qualtiy scale;and according to patients' cognation degree,they are assurance,tangible,reliability,responsiveness and empathy (67.45％,67.33％,67.08％,65.98％ and 65.03％).(3) That hospital commitment to patients can be completed timely,medical examination facilities attract patients,medical examination facilities are uptodate,the doctor is always willing to help patients,and the medical services meet all the needs entered the regression equation,and affected the satisfaction of medical examinations.Conclusion Perceived service quality has a direct impact on the satisfaction of medical examination and specific measures need to be taken for the improvement of service quality of medical examination.